Senior Customer Service Representative

Most work comes in through ConnectWise tickets, with a dispatch board for onsite visits. Dell, HP and Lenovo hardware is sold and supported for schools and local governments, as it has been since 2019. Tickets live in ConnectWise and everyone logs time to the quarter hour. New Orleans IT is looking for a Senior Customer Service Representative to join a small, steady team.

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This role is fully remote within the US. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities

• Explain bills and payment options and take payments over the phone
• Meet targets for handle time, quality score and customer satisfaction
• Look up orders, accounts and shipping status in the CRM and order system
• Document every interaction in Zendesk or Salesforce Service Cloud
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead

About you

• 5-7 years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time
• Able to sit at a workstation and wear a headset for a full shift

Job Type: Full-time

Pay: $22.50-$28.00 per hour

Expected hours: No less than 32 per week

Benefits:

• Dental insurance
• 401(k) matching
• Paid time off
• Employee discount
• Weekly pay
• Paid training

Schedule:

• 8 hour shift

Experience:

• Customer Service Representative: 5 years (Required)

Work Location: Remote

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at New Orleans IT.